Digital Experience Specialist (Remote)

EnlivenHealth is seeking a Digital Experience Specialist, working on a team, to manage a very large and strategic segment of our clients. The Digital Experience Specialist’s role is a critical part of our Customer Experience (CX) team. 

They are responsible for helping to create and execute a successful digital experience for our independent pharmacies and the GPOs/PSAOs they work with, ensuring that each touchpoint of the customer journey is not only effective but engaging as well. The role of a digital experience specialist is to:

• Improve customer utilization, driving customer satisfaction 
• Build customer loyalty and growth

The Digital Experience Specialist will report to the Digital Experience Manager, who reports to the VP, Customer Success.

Responsibilities

The Digital Experience Specialist, in coordination with the Digital Team, will develop a clear understanding of the customers in the independent pharmacy and GPO/PSAO segment, the target demographics, and what digital experiences customers and prospects are looking for. From this information, they will develop and execute a digital strategy that offers a personalized experience while being able to deploy at scale. 

The Digital Experience Specialist role includes the following responsibilities:

• Working with the Digital Experience Team to develop and execute the organization’s customer digital engagement transformation efforts 
• Evaluating current state utilization and the customer journey, determining areas where there are critical interactions and developing plans for executing improvements
• Assessing customer feedback, data, and analytics as insights to improve the overall digital experience 
• Creating an ecommerce strategy and other digital sales strategies
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience
• Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations (ex. COVID-19)
• Analyzing customer behavior on current products
• Managing and assessing the customer life cycle and the digital experience life cycle
• Monitoring customer interactions for insights and data
• Managing customer relationships and working with the customer success managers and sales 

Required Knowledge and Skills

• Relationship management and an ability to communicate with all relevant stakeholders, like customers, clients, and other employees
• Performance analysis skills to interpret analytics and data 
• Basic computer skills and proficiency in Microsoft Office, Google Docs, and spreadsheets
• Metrics-driven and experience implementing and tracking KPIs

Basic Qualifications

• BA or BS in Communications, Public Relations, Journalism, Business or Marketing field 
• 1 year working in customer engagement
• Track record of performance

Preferred Knowledge and Skills

• Prior experience in a marketing or customer management function 

Work Conditions

• Travel up to 25% of time
• Working out of a home-based office

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